Job Summary: Responsible for facilitating patient access for services at Anderson Hospital by accurately and efficiently collecting demographic and insurance information and entering it into the hospital registration system, including coordination of any pre-determined patient financial responsibilities. As a front-line employee, the Patient Access Float is responsible for providing excellent customer service while also protecting the privacy of the patient’s health information. The primary function of this position is to ensure there is backup coverage in all areas of Patient Access when existing staff are absent. To fulfill this responsibility, this position will be required to learn and perform registration responsibilities in all areas of Patient Access which includes learning all of the multiple software applications that are a part of each job responsibility in all registration areas within the hospital and at other offsite locations. Flexibility in availability is a requirement as some areas of Patient Access function on a 24/7 basis. Previous registration experience is required as well as previous customer service experience.
Service and Quality Standards:
Service
Is Customer focused
Anticipates customer needs
Adheres to customer service standards
Is Competent, caring and compassionate
Treats coworkers and customers with dignity and respect
Demonstrates competent, caring and compassionate behavior
to customers and coworkers
People
Is conversation conscious
Assures confidentiality of patient and employee information
Is positive in interactions with others
Is courteous and respectful
Promotes a harassment free environment
Inspires the trust of others
Acts in accordance with imaging center policies and code of conduct
Quality
Is excellent in patient care and service
Demonstrates multidisciplinary cooperation
Assists in obtaining excellent satisfaction scores of feedback
Is safety conscious
Demonstrates safety consciousness and supports safety initiatives
Is involved with improvement efforts
Supports performance improvement
Seeks ways to improve systems and services
Shows commitment to improvement efforts
Meets mandatory educational requirements
Conducts self with integrity, promotes a culture of compliance, and complies with all laws, rules, regulations, and Anderson Healthcare policies and procedures
Growth
Is a loyal ambassador
Demonstrates commitment to imaging center mission and vision
Is active and involved
Supports imaging center initiatives
Champions innovation and supports change
Is a positive role model
Fosters team cooperation
Finance
Is a good steward of imaging center resources
Develops/uses efficient work methods
Is cost effective
Conserves organizational resources
Primary Job Responsibilities:
- Responsible for greeting each patient as they present for services and obtaining identification and insurance information.
- Responsible for following all of the procedures set forth for the appropriate service in the event there are special processes that have been created for the registrars to follow.
- Responsible for performing all appropriate eligibility verifications that are required at the time of registration so the record is appropriately setup for payment, this includes making any notes that would assist in the payment process.
- Responsible for reviewing all physician orders presented and ensuring that the correct physician is added to the record. This includes contacting the physician office if the order is not complete i.e. no diagnosis or an additional diagnosis is needed in order to pass medical necessity or to secure payment.
- Responsible for completing the Medicare Secondary Payer Questionnaire (MSP) with the patient to determine if Medicare is primary. This includes performing the Medical Necessity check prior to the service to determine if Medicare will pay. If necessary, also creating the appropriate Advanced Beneficiary Notice (ABN) if the service does not pass medical necessary so the patient can make a determination regarding the service and payment and then having the patient sign and date.
- Responsible for determining if any non-scheduled services have insurance that may require authorization prior to the patient receiving the service. If so, the registrar is responsible for making contact with the insurance company, receiving any financial responsibility and documenting into the record the appropriate information. This includes reviewing that any scheduled procedure has been reviewed for any authorization requirements.
- Responsible for determining if a patient has any financial obligations that should be collected at the time of registration and provide any immediate financial counseling that is required or direct the patient to the appropriate staff to further counsel the patient with their patient options if necessary.
- Responsible for all of the cashiering functions which includes collecting money from the patients as applicable, posting the receipts in the system, balancing the drawer and appropriately completing the final reconciliation documentation and depositing the receipts at the end of the shift.
- Responsible for explaining and reviewing all registration documentation with the patient or the responsible party prior to obtaining signatures and witnessing. This includes providing the patient with a copy of the patient forms and scanning the forms into the imaging system if not using E-Signature.
- Responsible for communicating with the receiving departments when the patient registration completed and the patient is ready for the service as applicable, this includes considering the patient’s physical abilities and determining if a wheelchair or an escort for transport is needed.
- Responsible for understanding and knowing the Meditech downtime processes in the event of a major incident or maintenance downtime.
- Responsible for daily review and completion of any registration issues appearing on a worklist created by our registration quality software. Any issues need to be correct prior to the billing date.
- Responsible for understanding and knowing the procedure to complete the exclusion monitoring check using the Compliance Resource Center “CRC”.
- In addition to the basic registrar responsibilities, there may be specific responsibilities associated with the registration areas of Patient Access:
Outpatient Registrar Responsibilities:
Performing Medical Necessity and understanding the specific registration responsibilities within the Radiology, the Lab and the VADLAB which includes determining insurance eligibility for the services and if authorization is required for those scheduled or walk in patients procedures.
ER / Express Care Associate Responsibilities:
Performs the registration processes that are designed for the ER and multiple express care locations which includes understanding the patient tracker, determining patient or specific insurance procedures and/or presumptive charity procedures and/or collection of payment responsibilities.
Pre-Arrival Associate Responsibilities:
Performs the per-registration processes developed for the scheduled services performed at the hospital which includes determining authorization requirements and learning the software used to assist in determining the estimated patient financial responsibilities.
OB Admission Coordinator Responsibilities:
Performs all of the inpatient and outpatient registration responsibilities for all OB patients as well as performing the admission responsibilities for all other hospital admissions.
